QueueMetrics > Running QueueMetrics

phantom ABANDON calls!

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QueueMetrics:
Do yuou see any message on the full log at the timestamp that the problem happens? It looks like * it's trying to close the channel twice, or something like that....

tank30:
Hi , i was looking for an answer on asterisk relevant forums and i got this reply:
"ok, from the information provided everything looks good. Looks like the call hit your IVR and the user selected 4, which immediately launched the application Queue(TechSupportQueue,tT), the caller was listening to musiconhold for 13 seconds while the call was being offered to Agent/1010. Unfortunately the caller hung up before Agent/1010 could pick up the phone, which is why you have 2 log entries for abandoned. However, both those log entries record the exact same uniqueid 1233843585.3162, so your analysis software just needs to record 1 abandoned call.

Running the statistics needs to assemble a table of call records (based on uniqueid) and then report the status based on the log entry. Once said table is assembled, then totals can be extrapolated from the table. Simply doing a count of the word ABANDON or any other status will yield erroneous data, like when a caller waits, agent 1 doesnt answer, caller remains in queue, agent 2 doesnt answer, caller remains in queue even longer, and then agent 3 answers. All those offers to agents will log on that uniqueID but the final status of the call itself will be COMPLETEAGENT or COMPLETECALLER or maybe even TRANSFER, even with all the RINGNOANSWER entries.
"

This is the cdr of the call in question above:
"","22372345","4","131_voice_menu_GR","""22372345"" <22372345>","SIP/5060-aad1b4d0","","Queue","TechSupportQueue|tT","2009-02-05 16:19:45","2009-02-05 16:19:47","2009-02-05 16:20:32",47,45,"ANSWERED","DOCUMENTATION","1233843585.3162",""


and this is what i got in the queue.log

1233843632|1233843585.3162|TechSupportQueue|Agent/1010|ABANDON|1|1|13
1233843632|1233843585.3162|TechSupportQueue|NONE|ABANDON|1|1|13

QueueMetrics:
I think that the answer you got is plain wrong; the agent has been in conversation for 13 seconds, so it's not a matter of events that are out of sync. The problem here is that QM closes the first call and then finds the second and considers it to be a degenrate call (missing all other events) so double-reports it.

What I'm saying is that I am aware of no other Asterisk install that has the same problem, so my best suggestion is to update to a different version of Asterisk.

tank30:
If the agent was in conversation the status would have been COMPLETEAGENT or COMPLETECALLER one in which the agent was connected to the caller and then a hangup occurred. ABANDON only gets recorded when the caller hangs up while still in Queue, not after a call is connected.
ARG3 of ABANDON is hold time not call duration.

ABANDON(position|origposition|waittime)

The caller abandoned their position in the queue. The position is the
caller's position in the queue when they hungup, the origposition is
the original position the caller was when they first entered the
queue, and the waittime is how long the call had been waiting in the
queue at the time of disconnect.

QueueMetrics:
That's right - it's the first line that is wrong, not the second. ABANDON with an agent code makes no sense.

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